What is GEM?

GEM (Guest Experience Management) is the practice of measuring and closing the gap between the intended and actual guest experience in order to grow sales. HGEM uses an industry leading framework to help you define and measure expectations, and offers tools to help Guest Experience Managers to excel in their role.

Why is it important to your business?

GEM is an essential cycle of continuous improvement. Delivered effectively, it will help you to:

How do you measure up?

I want every guest to feel that we will look after them well as a result of the welcome they received I want every guest to feel we were both friendly and attentive to their needs, rather than just following a process I want every guest to feel that our conversations were engaging and relevant, rather than robotic I want our team to work together so efficiently in pursuit of every guest’s needs that the service appears effortless I don’t want any guest to feel they were either rushed or left waiting at any stage of the experience I want every guest to feel that paying the bill was easy and efficient, and that we would be pleased to see them again I want every dish delivered to guests to match the agreed specification for quality, temperature and presentation I want guests to feel our team are both keen and able to advise on the contents of the menu and of specific dishes I want every guest to willingly spend more, and to feel that their experience was enhanced as a result I don’t want any guest to notice lack of cleanliness or tidiness at any point in their experience I want potential guests to be encouraged to visit us as a result of either kerb appeal, promotions or brand digital presence I want to give every guest positive ‘social currency’ during their experience that they will recommend us when talking to friends Your brand promise sits at the heart of the guest experience, influencing each segment

To know where you stand you need a benchmark from which to measure success. HGEM will help you to benchmark your sites against each other and the wider industry. The promise you make to your guests will be reflected in a series of measurements, both experiential and standards-based, that map onto the GEM wheel.

How our clients are benefitting

Let us help you deliver outstanding GEM

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